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Customer Experience Measurement & Tracking Associate

Date: 24-Apr-2019

Location: 01-Dubai, AE

Company: Majid Al Futtaim

Operating Co.: Majid Al Futtaim Retail, Carrefour

Reporting to: Snr Manager, CX Capability Building

Department: Customer Experience (CX), Communication & Marketing

Location: Corporate H.O., Dubai UAE

Role Purpose:

Monitors implementation of all BU (Business Unit) Customer Experience (CX) initiatives (journey design and continuous improvement).

Tracks and measures progress of KPIs, journey metrics (e.g., NPS), and adherence to standards.


Role Details – Key Responsibilities and Accountabilities:

  • Generate oversight of Majid Al Futtaim Retail's CX initiatives and track status.
  • Track Majid Al Futtaim Retail's CX performance objectives and report to Majid Al Futtaim Holding CX.
  • Oversee implementation and operational delivery of redesigned experiences.
  • Monitor and report on Majid Al Futtaim Retail's NPS.
  • Prepare monthly reports on key KPIs and status of CX initiatives and share with CX leadership and Business Unit's and Majid Al Futtaim's management team.
  • Initiate adherence tracking of CX standards and journey redesign teams (e.g. by initiating mystery shopping).
  • Ensure implementation of CX standards, e.g. through SOPs